One to One - Learner/Materials/Procedures - Taking into account the number of staff assigned to the IU's help desk, the choice was made to test this instructional program on one of the two remaining help desk staff members. The staff member chosen for this training run-through is located at one of our satellite schools. They will be providing assistance to IU staff via the phone and supporting four separate schools at their location on their own. It is imperative that this staff member has a total grasp of the information provided in the training to be able to answer the daily demands of the students and staff at that location quickly and without assistance. This run-through allows this specific staff member to not only test the educational materials and strategies within the training, but also gives them enough time to ask any questions that may arise during the training. The materials needed for this preliminary test will be a laptop will need to be preloaded with any software which will be worked with during the class, an HP laser printer, power cables, ethernet cable, USB cable and an active network connection. Instruction will be delivered through the use of examples/step by step instruction. Assessment will be based on by physically replicating the examples portrayed in class (installing a local printer, etc.) and through a oral, short answer exam. The oral exam will require the staff member to be able to explain the steps necessary accomplish the tasks covered in the training (installing programs, printers, etc.)
One to One - Results/Revisions - Our Help Desk Staff member/training subject demonstrated the ability to accomplish all of the tasks presented in the training without assistance from the instructor and in a timely manner from memory. Even though the training subject, was able to complete the oral exam and project based tests, they expressed a desire to have a written copy of the instructions which could be carried with them as a reference.
Small Group (Lack there of) - Due to the fact that the IU's Help Desk consists of 3 staff members, the small group instruction would be ineffective due to the fact that there would only be one staff member who had not been trained after the one to one session. The remaining session would be conducted as originally intended, with one exception. The oral exam has been converted to a written exam. This allows the trainee to take the paper based test with them at the end of the training and use it as a reference during their workday, if necessary.
Final results - The final staff member was able to demonstrate a basic working knowledge of the Windows 7/Office 2010 interface. They were able to replicate each example presented on their individual computer, though not in a timely manner. Several questions regarding the interface were arose throughout the training session. Navigating the interface served to be the largest stumbling block to this staff member. If they were given enough time, they were able to navigate the interface, but class time could be more effectively used if the Windows 7 interfaced were stressed at the beginning of the training.
Revisions to Training - More time should be given to focus on the basic interface for Windows 7. While the interface is similar, the location of important links and icons have either been renamed or moved to a new location. Going step by step demonstrating where each specific link is at the beginning could make a large difference in the ensuring each minute of class time is effectively used.
Final results for the IU - Once the training has been completed, the IU's Help Desk would not see an increase in response time when dealing with Help Desk tickets, even with the increased workload of supporting two operating systems and two seperate versions of Office. Help Desk staff would also learn to work more cohesively and be able to rely on each other they come across a problem which they are having trouble with.
One to One - Results/Revisions - Our Help Desk Staff member/training subject demonstrated the ability to accomplish all of the tasks presented in the training without assistance from the instructor and in a timely manner from memory. Even though the training subject, was able to complete the oral exam and project based tests, they expressed a desire to have a written copy of the instructions which could be carried with them as a reference.
Small Group (Lack there of) - Due to the fact that the IU's Help Desk consists of 3 staff members, the small group instruction would be ineffective due to the fact that there would only be one staff member who had not been trained after the one to one session. The remaining session would be conducted as originally intended, with one exception. The oral exam has been converted to a written exam. This allows the trainee to take the paper based test with them at the end of the training and use it as a reference during their workday, if necessary.
Final results - The final staff member was able to demonstrate a basic working knowledge of the Windows 7/Office 2010 interface. They were able to replicate each example presented on their individual computer, though not in a timely manner. Several questions regarding the interface were arose throughout the training session. Navigating the interface served to be the largest stumbling block to this staff member. If they were given enough time, they were able to navigate the interface, but class time could be more effectively used if the Windows 7 interfaced were stressed at the beginning of the training.
Revisions to Training - More time should be given to focus on the basic interface for Windows 7. While the interface is similar, the location of important links and icons have either been renamed or moved to a new location. Going step by step demonstrating where each specific link is at the beginning could make a large difference in the ensuring each minute of class time is effectively used.
Final results for the IU - Once the training has been completed, the IU's Help Desk would not see an increase in response time when dealing with Help Desk tickets, even with the increased workload of supporting two operating systems and two seperate versions of Office. Help Desk staff would also learn to work more cohesively and be able to rely on each other they come across a problem which they are having trouble with.